Introduction
Part One: Procedural Aspects
1 Advance bookings
2 Check-in and related issues
3 Guest accounting
Part Two: Dealing with People
4 Legal aspects and security
5 Hospitality
6 Social skills
Part Three: Increasing Yield
7 Sales
8 Marketing aspects
9 Yield management
10 Groups
Part Four: Management Aspects
11 Tariffs
12 Control
13 Staffing
14 Equipment
Index